Customer Services Agent

Sage City; Newcastle upon Tyne; Hybrid; GBP 30,000 - 50,000; Full time

Job description

Job Description: We're looking for someone who loves solving problems and helping people! As part of our Tech Help Desk team, you’ll be the go-to expert for resolving complex technical issues across Sage’s products and services. Whether it’s supporting our customers or helping our colleagues, you’ll play a key role in making sure everyone gets the best possible experience with Sage.

With your deep product knowledge and natural problem-solving skills, you’ll take ownership of tricky technical challenges and work closely with customers to find solutions that really make a difference.

This is a hybrid role – three days per week in our Newcastle or Dublin office.

Key Responsibilities

What you'll be doing:

1. Tech Support & Problem Solving:
   Step in when frontline support needs a hand – take ownership of more complex technical issues and see them through to resolution.
   Use curiosity, critical thinking, and troubleshooting skills to get to the root of problems and find the best possible solution for our customers.
   Spot patterns and trends in customer feedback to suggest improvements in our products, services, and ways of working.
   Keep building your technical knowledge and skills — and share what you learn with the wider team to help us all grow.
2. Customer Experience & Collaboration:
   Look for ways to help customers get even more value from Sage products — whether that’s through advice, best practices, or recommending additional features.
   Deliver a brilliant customer experience across phone, email, and chat — staying on top of processes, targets, and goals.
   Create and update helpful knowledge articles to support both customers and colleagues.
   Accurately record customer interactions so everyone has the right information to help resolve issues quickly.
3. Teamwork & Continuous Improvement:
   Work closely with colleagues, offering guidance and support to help others develop their skills.
   Approach challenges with a positive, solutions-focused mindset and treat everyone with kindness and respect.
   Balance your workload effectively, managing priorities to ensure both customer and business needs are met.
   Get involved in projects and initiatives that improve how we work, share knowledge, and level up our customer experience.

What you’ll bring

Skills & Strengths:

1. Clear Communication — You explain things simply, clearly, and with patience.
2. Great Listener — You take the time to understand before jumping to solutions.
3. Customer First Mindset — You care about people and want to deliver an excellent experience every time.
4. Ownership & Accountability — You follow through on commitments and take pride in solving problems.
5. Flexibility & Adaptability — You’re comfortable with change and enjoy learning new things.
6. Technical Curiosity — You have a good understanding of technology and love getting to grips with new systems or products.
7. Problem-Solving Skills — You think logically and creatively, using data and insight to get to the heart of an issue.

Experience & Qualifications:

1. Experience working directly with customers — either by phone, email, chat or in-person.
2. Comfortable working with IT systems and technology in your day-to-day.
3. Experience supporting or working with Sage products or similar applications (a bonus, but not essential).
4. Bookkeeping or Accounting certifications (nice to have, but not required — we’ll support your learning!).

Your Benefits:

1. Competitive base salary and commission structure.
2. Comprehensive health, dental and vision coverage.
3. Work away scheme for up to 10 weeks a year.
4. On-going training and professional development.
5. Paid 5 days yearly to volunteer through our Sage Foundation.
6. Flexible work patterns and hybrid working.

Function:

Customer Operations

Country:

United Kingdom

Office Location:

Newcastle

Work Place type:

Hybrid

Advert:

Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.

Our colleagues are the best of the best. It’s why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.
Learn more about working at Sage: sage.com/en-gb/company/careers/working-at-sage/
Watch a video about our culture: youtube.com/watch?v=qIoiCpZH-QE

We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out at [e-mail].
Learn more about DEI at Sage: sage.com/en-gb/company/careers/diversity-equity-and-inclusion/